PRELIMINARY SEMESTER DESCRIPTION SERVICE, HOSPITALITY AND TOURISM MANAGEMENT. Subject Content ECTS

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1 PRELIMINARY SEMESTER DESCRIPTION SERVICE, HOSPITALITY AND TOURISM MANAGEMENT INDICATIVE DESCRIPTIONS - FIRST SEMESTER (AUTUMN/SPRING) Please note that a new curriculum will be released later this year so changes might occur in the subjects and ECTS for the first semester. Subject Content ECTS Methodology Philosophy of science and methodology Analysis and statistics Academic methodology for writing problem- oriented projects. Development of the research question. Data collection methods and presentation of results. Designing, collection, interpretation & statistical presentation of quantitative research; i.e. surveys. The service industry Industry knowledge Service Management Introduction to the service industries (the role the service industry plays in our society, including its impact on employment, economic development, work relationships and its contribution to export activity) and to the competencies needed to perform in service businesses. Applying the knowledge and showing appropriate, professional attitude in real life situations; performing industry- related tasks and using service oriented procedures as well as interpreting and communicating practical problems and problem solving proposals to partners and customers. Analysis of the internal environment of the service organisation, service design principles, including the interconnections between the service philosophy, service concept and the service delivery system. 5 4

2 Development of service strategies to optimize customer satisfaction. Development of service processes. Organisational development Leadership and project management Managing service companies effectively including the theory and models to aid in analysis of the structure, the culture and the motivation of the service organisation. Knowledge and skills required to effectively part- take in cross- 5 disciplinary (departmental) interaction on development and adjustment of organizational functions of a service business in relation to internal and external factors. Theory and models of project management. Planning - Business Development and Service Economics Creativity and Innovation Economics Applying theory and models to practical concepts of creative management, innovation and entrepreneurship processes. Knowledge of the arrangement of the accounts of the service organisation. Analysis and assessment of the organisation s financial situation. Preparation of budgets on the basis of an analysis of the service organisation s accounts and the plans of the organisation. Global Service Economics Service marketing and trends Introduction to Global Economics in general and specifically to Service and Experience related businesses. Introduction to planning, organisation and implementation of marketing in a service organisation. 1

3 Specialisation Practical oriented case studies Tourism / Hotel Management / Service Management including visiting the service industries to be studied. INDICATIVE DESCRIPTIONS SECOND SEMESTER (AUTUMN/SPRING) Subject Content ECTS The Service Industry Service Management Building on service management systems, service concepts and the service delivery system how to optimize the relationship with 4 customers, create customer value, improving loyalty and quality enhancement mechanisms. Law Organisational development Leadership and project management Communication Law relating to mainly European service and experience businesses including the service law, work relations and the marketing law. An overview of the most common project management tools, enabling the student to select appropriate tools under given circumstances. Various organizational culture models will be studied as well as various leadership theories and confronted with managerial and cultural problems in an organization. Business communication and networking Verbal and written communication in theory and in praxis, presentation skills, negotiation techniques. An emphasis on networking, work applications and CV. Intercultural Competences A study into national and everyday cultural life including theory and practical studies. Understanding how to work with cultural diversity in a work place and in multicultural companies on a global scale. 1

4 Planning - business development and service economics Strategy and business plan Service marketing and trends Economics The focus area is to enable the student to plan the running of the service company. Introduction to strategic planning including stakeholder analysis and generic competitive analysis. The focus of the theme is for the student to be able to assess how the market can be influenced including adaption of degmentation, target market analysis, competitor analysis, and marketing mix tools. The main focus areas are budgeting, cost reduction analysis, optimizing profits, and revenue management tools. 4 Specialisation - Choose between subjects, each with a value of ECTS Tourism Hotel/Hospitality Introduction to the tourism sector on a global scale. Definition and analysis of leisure tourism and business tourism. Market development for tourism services. Law. Tourism analysis i.e. the marketing and distribution channels for incoming and outgoing tourism. Development of tourism products and tourism facilities. Sustainable Tourism Historical development, traditions and trends. Front of House and the guest cycle. International Classification Systems. Main management tasks in the cleaning department of a hotel. Optimising the hotel s / restaurant s earnings based on Yield Management, up- selling and key figures. Product/concept development as an Experience Economy and Event Management integrated part of the Experience; Understanding of the consultant/adviser concept in relation to both external and

5 internal customer services. Role of the consultant in a service company. Strategic Event management. The Event planning process. Analysis and assessment of the Supply chain management and service logistics in relation to event management.